Feb 14, 2020

ITSO - Service Assurance Analyst

  • Shell Oil Company
  • 1112-1114, RG Trade Tower, 11th Floor, Netaji Subhash Place, Shakurpur, Delhi, 110034, India
Full Time Permanent Analyst Maintenance & Inspection

Job Description



• Provide integrated planning of transition requirements for solutions from project to operational support across a program of dependent projects.
• Engage at Stage 0 to assess ITSO impact of business case, strategy, and design
• Engaged at Stage 1 to understand design impact on ITSO operations, UX and support budget
• Partner with S&TM, IRM and Architecture to define deliverables in a risk based approach
• Define activities & criteria for designing, building & operating a secure & reliable solution
• Act as trusted advisor to the project and on-behalf of support to plan for and deliver the seamless transition of the project end-to-end solution into the support environment - includes support for infrastructure, middleware and applications
• Consult on ways to improve function and reduce transition and support costs.
• Provide guidance and advice on transition to support of new services including interfacing tools, processes, knowledge, training, service development, contracts, licenses, and relevant communications.
• Deliver Service Level Agreements (and ensuring alignment of E2E SLA within associated agreements and contracts), budgets for Transition and Run & Maintain costs, Knowledge Transfer & Transition Plan, co-ordinate source code documentation and handover
• Assure the solution handed across is compliant with relevant security standards, Business Continuity Plans & Disaster Recovery Plans are delivered, License Management is agreed, asset inventories are up-to-date and signoffs & involvement of key support staff are sought & delivered
• Assure that prior to products and services being moved into production, the configuration details of associated support processes and tools are updated to reflect the implementation



• 7+ years overall experience; 3-4 years' experience in application support, development &/Or Project Management
• Understanding of Shell's architecture, offerings and support models.
• Fair understanding of Cloud, infrastructure, configuration etc
• Experience in applications support and support processes, specifically ITIL
• Strong stakeholder, interpersonal relationship, and negotiation skills
• Ability to deal with conflict and ambiguity effectively
• Project or Programme Management competencies
• Strong relationship skills to work with multiple stakeholders across organizational and business boundaries at all levels
• Understanding of business support requirements
• Experience determining costs for applications and solutions

Company Description

Shell began operations in India more than 80 years ago. At Shell India, we invest in our people through our industry-leading development programmes, which see our employees, thrive and gain access to experts on a local and global level. To date, we have invested more than US$ 1 billion already in India's energy sector alone, in socially and environmentally responsible ways. Shell is the only global major to have a fuel retail license in India.

Shell has established a new IT hub in Bangalore, and plans to scale it up over a five year period. The purpose of the IT Hub is to enable the Business by focusing on business outcomes, delivering fit for business technology solutions which enable business agility and profitable growth.


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Shell is an Equal Opportunity Employer.


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